Mid-Level Help Desk Technician

Summary

The Mid-Level Help Desk Technician will respond to incoming help and service requests from end users which may be submitted in-person or via telephone, e-mail and Matter Most and resolve issues in a timely and courteous manner.

Responsibilities
  • Fields incoming service requests from end users and follows up and escalates as necessary to understand the request as well as the necessary actions to resolve.
  • As a member of Chenega's Customer Service Team, provides information and support across the critical support services at the Kessel Run Experimentation Lab (KREL).
  • Builds rapport with customers and delivers timely and effective remedies.
  • Identifies, diagnoses, and resolves user issues across software, hardware, LAN, VPN, Internet access and applications and communicates valued solutions.
  • Prioritizes and schedules incidents and escalates as necessary to the appropriate next level to until resolution.
  • Uses ticketing system to record, track, document and communicate status of the incident or Service Request.
  • Accesses software and manufacture updates, knowledge bases, and Frequently Asked Questions resources to aid in problem resolution.
  • Learns appropriate software and hardware and the support protocols required by the organization.
  • Performs preventative maintenance and upgrades for user workstations, laptops, printers and peripherals and accesses Tier-II support for repairs.
  • Receives, inventories, tags, and readies for re-issue end-user hardware, software and peripherals equipment.
  • Helps to install necessary LAN cabling and supplemental power cords to support workstation requirements.
  • Manage effective inventory control of property and monitors system warrantees and support service programs to ensure maximum system uptime and availability.
  • Supports tasks and support priorities as assigned by the Program Manager.

Other duties as assigned

Qualifications
  • High School Diploma or GED, and 2+ years of related experience.
  • Familiar with configuring/set-up of Apple iOS
  • CompTIA Security + certified or Government approved equivalent must be obtained within 6 months of hire
  • Secret Clearance Required

Knowledge, Skills and Abilities:
  • Must be well organized, an effective communicator at multiple levels and able to grasp system concepts and communicate their applications.
  • Ability in learning new systems and associated software applications for proficient execution of tasks and manage multiple tasks with time related constraints in a fast- paced environment.
  • Thorough working knowledge of the latest version of Microsoft Windows environment.
  • Familiar with configuring/set-up of Apple iOS
  • Thorough knowledge on PC/client repair and maintenance (hardware/software).
  • Strong customer service skills to include verbal communication
  • Current/Valid US Driver's License.

# Chenega Applied Solutions, LLC.

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